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Skills

  • Escalation management
  • Team management
  • Policy and procedure modification
  • MS Office
  • Change Management
  • Business process standardization
  • Strategic planning
  • Operational improvement
  • Business operations
  • Framework equipment

Work Experiences

  • Benchmarked performance improvements for over 8 service providers.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Assisted in the creation of service budgeting and provided advice on areas where cost and service delivery times could be reduced.
  • Achieved a 31% increase in first-call resolution rates.
  • Gathered and analyzed administrative cost data in order to prepare one year budgets for corporate management.
  • Contributed to a Top Performer for operational excellence.
  • Planned and managed full program project lifecycles from conception to completion.
  • Collaborated with IT and Operations.
  • Achieved a 42% reduction in operational bottlenecks.
  • Achieved seamless transitions for the roll-out of Tableau.

Summaries

  • Achieved superior client satisfaction and service quality.
  • Achieved a 53% reduction in service incidents.
  • With over 18 years of experience in the Computers Software field, I am a well-organized Office Manager.
  • Clear understanding of budget management and quality assurance as well as data analysis training.
  • Client-centric Senior Service Delivery Manager with consistent success driving client retention to 45% through proactive engagement models and industry-leading service performance monitoring.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Meticulous Senior Service Delivery Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Adobe Creative Suite.
  • Implemented workflow optimization techniques that increased productivity, reduced labor costs, and maintained business integrity and service quality.
  • Achieved a 24% reduction in escalation cases.
  • In process, procedure, and policy improvement initiatives, the adroit professional exemplifies multidisciplinary managerial skill.

Accomplishments

  • Coordinated enterprise-wide disaster simulation protocols, reducing critical incident response time by 81% and improving NPS by 82%.
  • Created performance benchmarks for over 5 external service providers, resulting in improved transparency and a 78% rise in service quality consistency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully led a cross-functional team to implement ITIL processes, improving service desk efficiency by 50% over the past year.
  • Partnered with third-party vendors to boost service delivery capabilities, contributing to a 81% reduction in critical downtime across operations.
  • Slashed average issue resolution times from two years to two years by leveraging real-time analytics for quicker escalations and smarter resource allocation.
  • Achieved Lean certification, reinforcing the company’s service management best practices and raising compliance adherence to 63%.
  • Collaborated with internal and external teams to create thorough post-mortem reports for high-priority incidents, leading to a 39% reduction in repeat occurrences.
  • Led end-to-end management of high-impact incidents, reducing response times from one year to one year, contributing to higher customer retention rates.
  • Resolved product issue through consumer testing.

Affiliations

  • International Association of Outsourcing Professionals (IAOP)
  • Change Management Institute (CMI)
  • Chartered Institute for IT (BCS) initiative
  • Society for Information Management (SIM)
  • IT Leaders Forum the West Coast
  • Help Desk Association (HDA)
  • American Marketing Association
  • International Association of Administrative Professionals
  • International Council of Nurses
  • Association for Project Management (APM)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • ITIL 4 Managing Professional
  • Certified Agile Service Manager (CASM) - DevOps Institute
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP) - PMI
  • Project Management Professional (PMP)
  • Certified Agile Leadership (CAL) – Scrum Alliance
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Certified Customer Success Manager procedure - (Customer Success Association)

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